Convenient location - but erratic service, poor dining
Just checked out from my first stay at Hyatt Centric - with very mixed feelings: I frequently come to Madrid, and as we stayed the weekend before business meetings I chose the hotel for its central location on Gran Via (and for finally burning a few left-over Hyatt points...).
The hotel does not disappoint on location - great access to shopping, and within 10 min walk to many of the touristic hotspots. A few other things are also good: Rooms are modern, seating with extra table and working desk stylish and functional, beds comfortable, sufficient closet space, nice and overall well-designed all-white marble bathrooms. We had a room on the 8th floor, nice views over the roofs of the city and lots of light - but lower-level rooms must feel dark facing a small, grim side-street.
Unfortunately there are lots of downsides as well
- Service is erratic at best - while staff is friendly just feels not very competent (difficulty linking two bookings, slow check-in and check-out, hotel card not validated for full stay, room service forgot my wine, reception connected me to "nowhere" when trying to order roomservice, ...)
- Dining was poor - room service outright terrible (very small menu - even when I asked I was told no other choices despite them having a full-service restaurant, burger was terrible for 18 EUR (bread, one dried tomato from a can, overcooked meat, no sauce, soaky potatoes...). Breakfast ist just OK - but compared to Westin, Gran Hotel Ingles, the lovely breakfast at Hotel Urban with its great fresh fruit) just average/poor.
- Restaurant is dark, no windows to outside, cramped (when tables are occupied difficult to walk around). Lobby / lobby bar is slightly better, but feels just without a soul
So overall if you come for location and room quality only, and have a few points to burn this could be a good choice for a weekend stay over. Otherwise stay away - there are better choices with better price / value.